Service levels

Service levels: the targets we run to.

These are the operational targets Debt Digest runs to, published so a procurement reviewer can see them before a pilot. They are not a contractual commitment: the service level exhibit to our master services agreement is not yet issued, and no availability percentage is warranted in the agreement until it is. Every number on this page, including response times, support hours and export turnaround, is a target we run to and not a term you can enforce, with one exception named under Incident notification.

Availability

API uptime: 99.9% monthly target, not a warranty. Measured against the public /api/health endpoint, computed as a rolling 30-day window. Excludes scheduled maintenance announced ≥ 72 hours in advance.
Maintenance windows: Scheduled outside US-Eastern business hours (8am–6pm ET, Mon–Fri) where possible. Notice: 72 hours minimum, posted on /status and emailed to the creditor contact-of-record.
Geographic redundancy: Single-region (US-East) as of v1.0. Multi-region failover is on the roadmap; will be revisited when the first creditor exceeds 5,000 placed accounts.

Response time (functional SLOs)

Account placement (bulk upload): Processing target: under 5 minutes per 1,000 accounts. Today placements are held pending manual bankruptcy and deceased-account screening, and generated notices sit in a queue a person releases, so end-to-end time is set by that review, not by processing.
API median latency (p50): < 200ms measured server-side. Excludes upstream sub-processor latency.
API tail latency (p95): < 500ms. Status page surfaces "degraded" if exceeded for 5 minutes consecutively.
Settlement offer handling: An offer that meets the creditor’s matrix floor on a matrix cell the creditor has set to accept automatically is recorded as accepted at the moment it is submitted; this is a status decision on the account, not a message to the consumer. Every other offer, including one that meets the floor on a cell the creditor has not set that way, routes to review by the creditor’s own staff, on the creditor’s own clock. No consumer-facing message is ever sent automatically.
Cease-comm enforcement: Same request. A cease request in the consumer portal writes the FDCPA §1692c(c) audit entry and suppresses Debt Digest outbound email and revokes SMS consent in the Debt Digest record across that consumer's accounts, then notifies the creditor of record. Per-account suppression of calls and SMS is set by the participant that receives the request, not by the portal control.

Incident notification

Confirmed data breach: notice to the creditor contact-of-record within 72 hours of detection. This one is contractual, under the breach-notification section of our Data Processing Agreement, and does not depend on the service level exhibit.
Degraded service affecting more than 10% of placed accounts: we target notice within 24 hours.
Cosmetic or single-tenant impact: noted on /status, included in monthly report.
Post-incident report (root cause, scope, remediation, prevention): we target 30 days. The last three are targets; the breach notice is the one commitment.

Support

Standard response: Target: 4 business hours for a ticket opened via partner success during a pilot. Support response times become contractual only where an executed order form states them; none is stated today.
NCUA examiner inquiry: We produce an audit-log export (CSV or PDF) for the accounts in scope. We target one business day from request; the export is operator-run and, per the master services agreement, regulator responses go through counsel review, so no delivery time is committed.
Consumer-facing support: Cease-communication request: immediate platform suppression. Dispute filing: immediate in-product acknowledgement; verification follows the responsible participant's evidence workflow. The hold does not expire because time elapsed.

Service credits

None are issued today. The pilot is fee-suspended ($0 platform fee) until 100 accounts are placed or 30 days elapse, whichever comes first, unless the pilot order form states a higher cap or a longer period; the free-period clock does not begin until we confirm in writing that bankruptcy and deceased-account screening is operational. Reaching either limit pauses new placements and never triggers a charge, so there is no fee to credit. Any credit schedule for paid subscriptions will be set in the service level exhibit when it is issued, and will take effect only by amendment to a signed agreement.

What these targets do not cover

Outages caused by upstream sub-processor failures not under Debt Digest's control: the managed database, and the application host and its edge. We pass through their availability where applicable. Payment processing and transactional email and SMS are contracted but not enabled, so they cannot cause an outage today.
Outages caused by creditor-side configuration errors (e.g., revoked API key, malformed CSV uploads).
Force-majeure events (regional internet failure, natural disaster, sustained DDoS attack).

Verification: uptime is reported on /status from our own first-party monitoring. No independent third-party monitor is engaged yet, so there is no external evidentiary record of uptime.